- OEMs are involved in a complex interplay of activities, events, and transactions with their Installed Base, delivered by multiple employees belonging to multiple functional areas through multiple channels. This complexity causes inconsistent, incomplete, siloed, and uncoordinated interactions with the installed base.
- In an increasingly digital world, these interactions are creating and consuming huge amounts of customer data, all of them in siloed and unconnected systems. As a result, there are multiple sources of incomplete customer information, none of which can be trusted to tell the real story about the customer, their product usage, and their behavior.
- The problem is that the processes to make the same, complete, and trusted information, knowledge, and expertise available across all customer-facing employees and channels are expensive, time-consuming, and tedious and don’t scale across the Installed base.
In an increasingly digital world, Industrial OEMs are creating and consuming huge amounts of customer data, all of them in siloed and unconnected systems. As a result, they have a massive problem: multiple sources of incomplete customer information, none of which can be trusted to tell the real story about the customer, their product usage, and behavior. The lack of a single, trusted, and complete source of truth is very expensive in the form of significant productivity losses, high costs of maintaining and managing multiple data sources, and poor customer experience resulting in attrition and elevated sales and marketing costs. More importantly, this single source of truth is the foundation of all customer-facing initiatives – pricing, asset management, inventory planning, etc. Not solving this problem is no longer an option for OEMs.
Here is the kicker: Nobody owns the single source of truth, but everyone absolutely needs it.
Industrial OEMs are large and complex organizations, with many different functions interacting with customers for different purposes. Each of these functions uses a different application to track interactions, and worse, data is not shared across these applications in most cases. As a result, the problem is that there are many “sources of truth”, most of which are incomplete and inaccurate depictions of a customer’s interaction with the OEM. This creates impacts on productivity, inaccurate diagnosis of customer situations, and therefore a poor customer experience which results in attrition.
Industrial OEMs have long-term, complex relationships with their customers where understanding the customer interactions over a 20-30+ year lifecycle are critical in effectively and comprehensively (and efficiently) serving that customer today and anticipating future needs.
Current approaches & value left on table
|Current approach||Value left on table|
|Use the ERP as the source of data||Inaccessible for many ad hoc analysis|
High cost to access
Often not complete: customer contact info, tracking of opportunities
Likely challenging to consume by other systems
|Integrate everything into Salesforce||High-cost|
Asset object requires customization to be effective
Often not easy to use
Generic tools (i.e., recommenders, etc.) not optimized for industrial OEMs
Not focused on integration with industrial use cases
|Use Power BI to analyze data||Have to build and maintain yourself|
Need to transition from BI to CRM or other tracing tools
|Point solutions for each problem||Incomplete data for each problem|
Entytle lets you focus on things that matter. Contact us to learn more
Entytle, Inc. provides an Installed Base Platform that assembles, cleanses, analyzes, and operationalizes Installed Base data so machinery manufacturers can make customer-facing workflows more efficient. The cloud-based platform includes purpose-built AI that provides a complete 360 view of the Installed Base, intelligent hunting lists, and the ability to orchestrate automation between various tools, systems, or processes. This enables smarter, faster workflows leading to increases in productivity, capacity, and scalability. Industry leaders such as Johnson Controls, Baker Hughes, Peerless Pump, Dematic, Duravant, and many more trust Entytle to help drive efficiency and growth using their Installed Base. Learn more about how Entytle can help you win over your Installed Base and drive commercial productivity at www.entytle.com